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    Sr Analyst - Dubai, United Arab Emirates - Concentrix Catalyst

    Concentrix Catalyst
    Concentrix Catalyst Dubai, United Arab Emirates

    1 week ago

    Default job background
    Description

    Essential Functions/CoreResponsibilities

    • Reviews customer satisfaction andother operational metric results on a daily/weekly/monthly basis toidentify trends in performance; produces monthly managementreports
    • Analyzes qualitative and quantitativedata and identifies performance improvement opportunities viaMicrosoft Pivot tables, cross-tabs or via othertools
    • Determines areas for focus and conductsanalyses to understand the drivers of performancegaps
    • Coordinates with statisticians fordevelopment of key driver analysis, statistical linkages andcalibration between customer satisfaction and other operationalmetrics such as quality, average handletime
    • Coordinates data feeds with Operations toprovide data for analysis
    • Supportsrelationship-building with peers in Operations to understandcurrent operational processes and identify possible gaps that maybe contributing to lower key metric results; serves as an extensionof the Operational team; may document operational processes asinput to improvement initiatives
    • Facilitatesand conducts root cause analysis to determine the underlyingdrivers behind performance gaps. Root cause may include on siteobservation, interviews, and processdocumentation
    • Facilitates action planningsessions with Call Center Operations or other stakeholders. Aids indeveloping recommendations involving operational changes that areexpected to improve results; assists in testing of new/revisedprocesses
    • Facilitates the implementation ofaction plans in collaboration with Call Center Operationalunits
    • Develops updates to reflect currentstatus of activities; monitors progress against action plans andcontributes to decisions to ensure goals are met; monitors callcenter operational performance on goals and objectives; isolatesinitiative effectiveness on improving key performancemetrics
    • Produces documentation of key insights,solution recommendations, solution business cases and action planresults for incorporation into internal or client reviews;interacts with external clients to present analytic results andsolution recommendations
    • Identifies problemsthat may jeopardize the analysis or program and works with managerto determine contingency plans
    • Contributes todecisions regarding analytic design, information requirements anddeliverable schedules

    Candidate Profile

    • Bachelor's degree inrelated field from a four-year college or university with two tofour years related experiencepreferred
    • Analytical thinking and analyticaptitude; ability to apply quantitative data analysis techniques toimprove work processes
    • Strong attention todetail
    • Sense of professionalism and ability todevelop relationships
    • Strong communicationskills, both written and verbal
    • Strong customerservice orientation
    • Ability to work in anenvironment where activities and deliverables are dependent on adiverse group of technical and business functionalexperts
    • Ability to work an emerging and rapidlychanging environment
    • Demonstrated ability tomulti-task, prioritize, and meet timelines ondeliverables
    • Experience or exposure withstatistical concepts and applications, data analysis, call centerexposure, customer satisfaction data exposure and/or processconsulting experience preferred
    • Proficient inMicrosoft Office
    • Exposure to Six Sigmamethodology
    • Up to 10% travel may berequired
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